QUESTIONNAIRE

Topic: a comparative study on the effectiveness of customer relationship management in

public and private sector banks”with special reference to sbi muvattupuzha and hdfc bank
muvattupuzha

1. Name :
2. Name of bank :
3. Age
18-30 30-50 50-65 above 60
4. Gender
Male Female
5. Marital status :
Single Married
6. Occupation
Business Employees Farmers others

Rate the following variables with TICK mark

7. Banking service used

SL. No Services Public sector Private sector

1 General services like deposits, loans

2 Net banking

3 ATM facilities

4 Others

8. Service quality of banks

 Sl.No Variables Rate
.
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Prompt service

2 Simplified
formalities

3 Timely service

4 Knowledge of
employees

5 ATM facilities

6 Attending
customers calls

7 Supply correct
information

8. Antecedents of the CRM acceptance

SL. Variables Rate
No
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Recognition of
individuals

2 Development of
awareness

3 Educate customers

4 Hi-tech services

5 Respect the
sentiments and
values

6 Speedy service

9. Customer retention at banks

Sl. Variables Rate

No Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Innovative
services

2 Customer care
services

3 Complaint
management
system

4 Transparency

5 Nominal
service charges

10. customer service strategies (CSS) at banks

Sl. Variables Rate

No
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 24 hours
service

2 Anywhere
banking

3 Telephone
banking

4 Internet
banking

5 Door step
services

11. customer satisfaction on banks

Sl. Variables Rate
No
Strongly Agree Moderate Disagree strongly
Agree Disagree

1 Overall service is
good

2 Satisfied with the

current service
provider

3 Satisfied with the

overall service
package

12. customer’s loyalty

SL. Variables Rate

No Strongly Agree Moderate Disagree Strongly
Agree Disagree

1 I will go on using this

same service provider

2 I recommend this
service provider to
others

3 My service provider
is a leading firm in
this sector

4 My service provider
has a positive image